1. I have remain balance in my account, but I have no products to purchase, is the balance refundable?
Yes, please login your account and press the “Refund” button, the balance will be refunded via Paypal or bank. Please follow the instructions to submit the account number, account holder information. Generally take 4-5 working days to complete a refund.
2. If I receive my parcel and discover some items missing or the goods have been damaged how can I deal with?
If items missing or good damaged (excluding man-made damage or damage on transit), please immediately take photos after receiving, inform us on Facebook live chat or email within 24 hours after you received parcel, we will need contents as below:
1. Package photos for each surface (clearly capture the package and the carton)
2. Parcels put on pound and take a weighing photo, the weight needs to be clearly seen and with the whole package put on pound
3. Package signing receipt photo
** Claim according to Japan Post Office request! https://www.post.japanpost.jp/int/question/16_en.html?fbclid=IwAR2N3QFslRTG_4xIo4pOSZL_7O8hJvzHLYaTMSn-fkvODbgg23nej2JLiQs
Another key fact to remember, according to our Members must read(the link below) If the parcels、goods received have any damaged or lost in transit, can not be recovered claim from the Company. However, we will do our best to submit this case to Japan Post Office. We cannot promise can give your visualize compensation. http://world.hoyoyo.com/help~index~id~18.html
Moreover, you have to request your Country Post Office for parcel parts of item damage. Then the County Post Office will inform Japan Post Office to open case. Then only the sender(HOYOYO) can submit compensation request to Japan Post Office.
General refund takes 5-7 working days, if the above information provided to customer service, it may speed up the compensation process, thank you for your cooperation.
** Fresh food, perishable food, merchandise expired on arrival or embargoed, Hoyoyo will not responsible for the compensation.
** Fragile products may require special packaging enhancement prior to ship out. The process and cost can be quoted by customer service.